Guest Relations Manager

Ensemble•Santa Cruz, CA

2d•Onsite

About The Position

The ideal Guest Relations Manager is a charismatic leader who is proactive and detailed-oriented, with a passion for hospitality and deep understanding of luxury service. This role is responsible for ensuring an exceptional and personalized experience for all guests from the moment they arrive until their departure. This role is crucial in upholding the hotel's luxury brand standards and building lasting relationships with guests. By delivering impeccable service and innovative programming, the Guest Relations Manager will uphold La Bahia Hotel & Spa’s service standards (inspired by Forbes) while elevating our beachfront property.

Requirements

5 years or more minimum experience in a Guest Relations, Front Office, or managerial role in a luxury hotel and/or resort
Demonstrable expertise in Forbes Travel Guide service standards and a deep understanding of luxury hospitality
Hotel opening experience a plus
Dynamic and entrepreneurial - able to lead a team to success by leading by example
Impeccable communication skills, both verbal and written, with the ability to articulate a sophisticated and gracious demeanor
Highly organized with a meticulous attention to detail
Strong leadership skills; a natural motivator.
Strong management reporting skills.
Strong business acumen.
Strong Communication Skills (written, verbal and formal presentation style).
Strong problem-solving skills.
Effective decision-making skills.
Effective conflict management skills.
Ability to influence others.
Strong organizational skills.

Nice To Haves

Hotel opening experience a plus

Responsibilities

Personally own the pre-arrival process for VIPs and repeat guests, collaborating with reservations to capture and log every preference, aversion, and special occasion.
Orchestrate a seamless and genuine welcome, moving beyond a simple greeting to a memorable sense of arrival.
Maintain a constant, yet unobtrusive, presence in public areas, actively observing and engaging with guests to anticipate and fulfill their desires before they are expressed.
Curate personalized in-room amenities and experiences that reflect the individual guest's history and preferences, creating a bespoke "sense of place."
Empower and mentor all guest-facing staff to identify and act on opportunities for "wow" moments and service recoveries.
Assist the Front Office and Valet Services teams with an emphasis on a service-first culture, ensuring every interaction is warm, polished, and professional.
Develop and conduct rigorous training programs aligned with Forbes standards, focusing on emotional intelligence, technical precision, and the art of conversation.
Proactively manage guest profiles and the Guest History system, ensuring accuracy and leveraging data to enhance future stays.
Maintain a pristine and elegant appearance of all front-of-house areas, from the lobby to the guest services desk, in line with brand and Forbes aesthetic standards.
Prepare and analyze detailed guest satisfaction reports, guest comment cards, and online reviews, translating feedback into actionable strategies for continuous improvement.
Take complete ownership of any guest challenge, complaint, or service lapse, resolving issues with grace, empathy, and decisive action to restore confidence and loyalty.
Develop and implement service recovery protocols that not only solve the problem but also create an even more memorable and positive experience.
Act as the final point of contact for all guest correspondence, ensuring timely and personalized follow-up.
Serve as the hotel’s ambassador to high-profile guests, local dignitaries, and community partners.
Forge strong relationships with key departments including Culinary, Housekeeping, and Spa to ensure a cohesive and luxurious guest journey.
Actively participate in the hotel's leadership team, providing insights and recommendations to enhance the overall guest experience and drive brand loyalty
All other duties as assigned by manager.